Starting this summer, we are introducing ‘Keeping in Touch’ visits to make sure the information we have about you, your home and those living with you is correct.
When we speak with customers or visit their homes to carry out repairs, we sometimes find the information we have about them is out of date.
This can mean we don’t know who’s living there, what support needs they have and what their contact details are. As a result, we might not be able to deliver our services to suit the needs of our customers and keep them and their households safe.
What are Keeping in Touch visits?
Keeping in Touch visits are a chance for us to meet our customers, listen to their needs and concerns, and make sure their home is safe and in good condition. They are carried out by members of our Housing Management and Income teams, who will visit your home, ask you a few questions and check the identification (ID) of everyone living in your house.
Why do you want access to my home?
As part of our visit, we will carry out a quick, non-intrusive inspection of your home and garden. This is to help us identify any improvements, repairs or adaptations required to your home.
We also need to update our records on:
- the people living in your property
- any pets you may have
- any alterations to your home that we do not know about.
If we don’t know this information, it could put your household in danger in an emergency. Identifying any issues now we are able to address them and make sure everyone in your household is safe.
There might also be issues and concerns you want to raise with us and by visiting you in your home we are able to meet you in a place where you feel comfortable.
We can also confirm how many people are living in the property and check the identity of the occupants to make sure tenancy fraud is not taking place.
When will my visit be?
You will get a letter or a phone call from us to let you know when we will be visiting.
Letter - If you receive a letter, we will usually give you about two weeks’ notice before your appointment. If the appointment is not suitable, you will be able to rearrange this using the contact information on the letter.
Phone call - If you receive a call, you can arrange a suitable time with the team member who calls.
We may arrange your Keeping in Touch visit to take place at the same time as another appointment, such as a damp, mould and condensation visit, to make things more convenient for you.
What if I or someone in my household does not have formal ID?
During our visit we will ask to view identification for everyone living in your home. We will accept a valid passport or photocard driving license as a valid form of ID. If you don’t have either of these, we will accept a birth certificate.
Validating the identity of all the people living in your property helps us keep you and your family safe and prevent tenancy fraud. Refusing to allow access is considered a breach of your tenancy agreement.
What if I can’t do the timeslot I’ve been offered?
If you miss the timeslot offered for your Keeping in Touch visit or refuse entry to our staff, this could count as a tenancy breach and we may take further action against you.
If the date offered is not convenient you can call us on 01332 888777 or email the address on your letter to arrange a different time.